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Damaged and delayed baggage

If you believe SAS damaged your checked baggage or if your baggage has been delayed, please review this page to see how to report your claim. Though SAS carefully handles and transports your baggage, your checked baggage may show evidence of wear based on normal handling.

DAMAGED BAGGAGE

If you still are at the airport

If you notice that your baggage was damaged during a flight, bring it to SAS Baggage Service immediately after arrival. All damages will need to be reviewed and evaluated by the baggage service office personnel.

When you have reported the damaged baggage, the airport representative will give you a Property Irregularity Report (PIR).This is a unique file reference, connected to your baggage, and you must be sure that you receive a copy of the Property Irregularity Report.

IF YOU HAVE ALREADY LEFT THE AIRPORT

When discovering the damages at home, you will have to return to the airport to report your damages, within 7 days after arrival. Please note that reporting the damage after you left the airport may cause you evidential difficulties.

SAS does not cover baggage that has not been reported to SAS Baggage Service at the airport and where a written claim to SAS Customer Care has not been filed within 7 days after arrival.

A Property Irregularity Report is not considered as a written claim. A written claim needs to be sent separately to SAS Customer Care within 7 days after arrival and the claim needs to include your Property Irregularity Report reference number. Please do this through our feedback form

If your baggage needs to be repaired or exchanged for a new bag

Depending on the damages of your damaged baggage, it will be repaired or exchanged to a similar bag.

In Scandinavia, SAS cooperates with Samsonite and Samsonite will help you repair or exchange your damaged baggage. This registration to SAS Samsonite Baggage Support is considered as a written claim and needs to be registered within 7 days after arrival. Please register your claim here

If Samsonite is unable to repair or exchange your damaged baggage, you need to submit a claim with us through our feedback form. Likewise, if you are a non-Scandinavian resident, you also need to submit a claim with us through our online feedback form.

SAS is not liable for preexisting damage, including minor cuts, scratches and broken zippers as a result of over packing, or for wear and tear resulting from ordinary handling of the baggage.

Max liability

SAS’ liability, along with other airlines, is limited in accordance with the Montreal Convention. SAS’ liability is limited to 1131 SDR (Special Drawing Rights = a currency exchange rate that may vary) per customer for checked and unchecked baggage, which is why it may be to your advantage to contact your insurance company for reimbursement.

SAS is not liable for damage caused by:

Overpacking

Water, rain or snow

Fragile or perishable items inside

Ordinary wear and tear (cosmetic or superficial damages)

Delayed baggage

What to do when your baggage is delayed with SAS

You must report your missing baggage immediately at the airport if the baggage doesn´t arrive on the same flight as you.

When you have reported your luggage missing, the airport representative will give you a Property Irregularity Report (e.g. ARNSK12345). This is a unique file reference, connected to your missing baggage, and it is important to save it until you have received your baggage.

After you have reported your delayed baggage, SAS will begin an immediate search for your bag. We will keep you updated via text and email while we are searching. Even if you do not receive any updates, SAS is still searching for your baggage.

WHEN YOUR BAGGAGE HAS BEEN LOCATED

When we locate your baggage, you will be contacted regarding delivery of your baggage. You need to send a written claim to SAS Customer Care as soon as possible and not later than 21 days after your baggage is made available to you, to get reimbursements for any expenses caused by your baggage delay. You must include your PIR report and receipts for all the expenses. In order for us to make any kind of reimbursement, you must have suffered an actual and proven financial loss.

If your baggage is not found within 21 days from arrival you need to fill out a Passenger Property Claim form (PCC). It is important for the PPC to be filled in as detailed as possible, as SAS will still continue to search for your baggage after 21 days if it has not been found. You also need to submit a claim with SAS Customer Care through our feedback form

Reimbursement while your baggage is delayed

If your baggage is delayed we always do our best to locate it as soon as possible. Most delayed bags are found within 24 hours.

Should your baggage be delayed more than 24 hours and you need to buy toiletries and other essential items packed in your baggage, or you need to rent equipment because yours is delayed, we will reimburse you for these costs within reasonable limits.

The exact definition of what is reasonable depends on the individual situation, the purpose and the length of your trip. SAS considers 75EUR/person per day is a reasonable amount during a baggage delay. Please note: it is your own responsibility to limit the expenses. You must try to mitigate your loss and should limit your expenses to reasonable necessities. The reimbursements of extra costs are always based on acceptable documentation, so remember to save all receipts. You need to prove the extent of your loss.

In case your baggage remains lost, any reimbursements that we have already paid out will be deducted from the final settlement.

To get reimbursement for your essential items, you must make a claim with us within 21 days from the time your baggage is available to you.

If your baggage is delayed on your trip home we trust you have access to the things you need. In these cases, the costs of essential items may not be covered by SAS.

Burden of proof

Burden of proof of any damages or delays always lies with the passenger. The passenger consequently should prove that the damage occurred during air transport. You must prove your actual loss by providing us with a PIR report and receipts for the actual expenses.